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IT Service Desk Analyst (IT Support Analyst)
Surrey, BC
5 days per week in office
6 month contract opportunity - extendable (convert FTE)
Position Overview :
Reporting to the Service Desk Supervisor, this role involves providing technical support for Tier 1 and Tier 2 issues while delivering exceptional customer service. The IT Support Analyst will handle troubleshooting and configuration for a variety of technologies including desktop / laptop systems (Windows and macOS), mobile devices (iOS and Android), printers, basic networking, and other peripherals. This is an on-site position based in Surrey, BC, with a Monday to Friday schedule. Bilingual proficiency in English and French is considered an asset.
Primary Duties :
- Deliver prompt, courteous, and effective technical support to end users.
- Guide users through issue resolution with clear, easy-to-follow instructions.
- Manage and prioritize incoming support requests, ensuring timely updates and resolution.
- Escalate complex issues when necessary while maintaining user communication.
- Install and configure hardware and software for end users.
- Provide support for telephony systems and related applications.
- Troubleshoot and resolve issues with networked and standalone printers.
- Assist with mobile device setup, configuration, and support.
- Educate users on best practices and technology use.
- Manage user accounts and permissions using Active Directory.
- Follow all workplace safety and health regulations and company policies.
- Perform additional tasks as assigned by leadership.
Qualifications & Skills :
- Post-secondary education in Computer Science or a related field, or equivalent experience.
- Strong understanding of incident, change, and problem management processes.
- Excellent time management and organizational skills.
- Collaborative mindset with strong interpersonal and communication abilities.
- Experience supporting both remote and on-site users.
- Proficient in troubleshooting applications, hardware, and telephony systems.
- Familiarity with cloud-based productivity tools, especially Microsoft 365.
- Self-motivated with a desire to continuously learn and improve.
- Strong analytical and problem-solving skills using structured methodologies.
Technical Expertise :
- Support for email clients across desktop, web, and mobile platforms (Office 365, Exchange Online, on-prem Exchange).
- Management of shared mailboxes and calendar resources.
Security & Access Management :
- User account administration via Active Directory.
- Endpoint protection using Microsoft Defender.
- File access control and group policy management.
Mobile & Telephony :
- Deployment and maintenance of smartphones and tablets (iOS / Android).
- Experience with mobile device management platforms (e.g., Intune, AirWatch).
- Support for mobile plans and user account changes.
- Administration of cloud-based phone systems (e.g., RingCentral).
Networking :
- VPN client support (e.g., Cisco, FortiGate).
- Remote support tools (e.g., BeyondTrust, VNC).
- Hardware / software refresh and deployment.
- Imaging and automation for workstation setup.
- Application packaging and deployment.
- Asset tracking and license management.
Service Desk Operations :
- Familiarity with ITSM platforms (e.g., ManageEngine ServiceDesk Plus).
- Support for file recovery and user data restoration.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Customer Service and Information Technology
Industries
IT Services and IT Consulting
Note: This job posting is active.